Job Description

Medical Indicators, Inc. (“MII”), a rapidly growing, New Jersey-based medical device manufacturer, is seeking a dynamic and experienced Manager of Customer Service (“MCS”) to join the team.

The MCS will act as a trusted advisor to both current and potential customers, managing the customer experience from onboarding through post-sale follow-up. They will focus on understanding the market to provide a high-quality suite of products and services that exceed customer expectations. The MCS will also support MII’s Sales & Marketing efforts and oversee 1 or 2 members of the Customer Service team. They will manage relationships with customers and partners, ensuring their needs are met effectively, while driving customer outreach and enhancing satisfaction.

Key Responsibilities:

· Build and maintain strong relationships with customers to ensure satisfaction and retention.

· Assist the sales team by handling customer inquiries, processing orders, and resolving any service-related issues.

· Oversee and manage the customer service team, providing guidance, training, and support to ensure efficient operations.

· Ensure a seamless and positive experience for customers from pre-sale to post-sale, addressing any concerns or feedback promptly.

· Handle escalated customer complaints or issues, ensuring quick and effective solutions.

· Work closely with sales and marketing teams to align customer service efforts with sales goals and campaigns.

· Track and analyze customer service metrics (such as response times, satisfaction ratings, etc.) to improve service quality.

· Identify opportunities to streamline processes and enhance efficiency within the customer service department.

· Stay informed about the products and services being offered, ensuring the team can provide accurate information and support.

· Provide regular reports to management on customer service performance, trends, and areas for improvement.

· Organize and conduct training sessions to ensure the customer service team is knowledgeable and skilled in handling customer inquiries and issues effectively.

Qualifications:

· Bachelor’s degree in Business Administration, Marketing, Communications or a related field. Master’s degree (MBA) preferred.

· Proven experience in customer service, with at least 3-5 years in a leadership or managerial role.

· Experience in sales support or working directly with sales teams is a plus.

· Strong background in customer relationship management (CRM) systems and tools.

· Ability to manage, mentor, and motivate a team to meet performance goals.

· Excellent written and verbal communication skills for interacting with customers and internal teams.

· Strong ability to resolve customer complaints and complex issues efficiently.

· Understanding of sales processes and how customer service supports sales goals.

· Strong organizational skills to manage multiple priorities, projects, and teams.

· Ability to analyze customer service metrics and identify areas for improvement.

· A deep understanding of customer needs and a commitment to delivering exceptional service.

· Familiarity with CRM software, customer service platforms, and Microsoft Office Suite.

Certifications (Preferred):

· Certification in Customer Service Management (e.g., CSAT, CSM) may be an advantage.

· Training in sales-related certifications could also be beneficial.

Personal Attributes: (optional):

· Empathy and patience when dealing with customers.

· Strong decision-making ability, especially in high-pressure situations.

· Detail-oriented with a focus on delivering high-quality service.

Compensation & Benefits provided:

· The Manager of Customer Service is a hybrid position working 4 days in-office and 1 day remote per week at our Headquarters located in Hamilton, NJ.

· The proposed salary band for this position is $90,000-$100,000 annually. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. This position is also eligible for additional forms of compensation, such as bonuses (5 – 10%) based on revenue goals.

At MII, we believe in providing an environment and culture in which our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position will include a competitive health Compensation package (medical, dental, vision, prescription, FSA and/or HSA), life and disability insurance (completely paid by MII), 401k with company match, fifteen (15) flexible PTO days as well as seven (7) company paid holidays, and a monthly cell phone reimbursement.

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